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Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for Advance Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

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Advance Auto Parts has 1502 locations, listed below.

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    Customer Complaints Summary

    • 410 total complaints in the last 3 years.
    • 164 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 2nd I paid for a part that I was not allowed to leave the store with. They claimed I didn't pay and it was only pending and it would fall off. The whole time I had a receipt. When the payment went thru I went back to the store with my receipt and bank statement told by them I have to contact corporate. Here it is July 24th. And they are still giving me the run around.

      Business Response

      Date: 07/24/2023

      Thank you for providing us with the opportunity to address the complaint that ***** ********** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts will be happy to look into this for Ms. **********. We will need Ms. ********** to provide the store address or store number the purchase was made at. We will partner with the store leadership team once we have this information.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/25/2023

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      **** **   ***** **   **** ** *** ********* **** ******** ************* ** 
      Regards,

      ***** **********

      Business Response

      Date: 08/09/2023

      Ms. ********** was mailed a check on 08/01/2023 for $149.00 on UPS Tracking Number ******************. This was delivered on 08/02/2023 at 3:58pm to 1** **** *** * ******** ** ****** On 08/07/2023 we show that the check was cashed.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 08/23/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** **********

    • Initial Complaint

      Date:07/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I arrived at the store in ********** ******** at 8:53 pm on 21 July 2023 to pickup the battery I'd purchased online, but discovered the store had been closed early, doors locked, and a bunch of college aged kids gathered outside the doors apparently awaiting the employee to finish closing duties and join them to enjoy their Friday night, so I'll be going the night without a running vehicle, and will be cancelling this $292 battery order, and making a purchase elsewhere, all because of work effort so poor he couldn't wait 5 more minutes until closing time to get back to his pleasurable activities.

      Business Response

      Date: 07/22/2023

      Thank you for providing us with the opportunity to address the complaint that **** ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts apologizes that the store closed early. We will partner with our leadership team over store ***** ******* ** *** * ******* ** ********* **, to resolve Mr. ******* concerns. Mr. ***** should expect a call to his phone number provided on this complaint. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:07/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have attempted to return 2 defective ignition coils and was denied and dismissed. I have contacted the corporate office twice and even informed them i would settle for an exchange for other products. I have the receipt and the parts obviously appear new. A reputable mechanic informed me there defective. No response. Two years ago I purchased a battery off the shelf and had to exchange in 3 days because it was defective. I have strong suspicion they are reshelving defective parts until someone purchases it and doesn't bother to return. This transaction was approximately $150 for defective coils. I attempted to resolve this with the store and corporate office and have been completely dismissed and ignored.

      Business Response

      Date: 07/21/2023

      Thank you for providing us with the opportunity to address
      the complaint that ***** *******, has filed. It is important for us to hear
      from our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused Mr.
      *******. If he could provide the store location, we will be happy to investigate
      this further with the Field leadership team. Our promise is to provide superior customer service and
      offer high-quality products when you need them. Thank you for allowing us to
      respond.

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had a battery installed by an Advanced Auto employee and it shorted out my stereo/ radio system! I was asked by management to get an estimate from ****** on repairs. After several not received any response from the company

      Business Response

      Date: 07/20/2023

      Thank you for
      providing us with the opportunity to address the complaint that ******
      ***** has filed. It is important for us to hear from our customers, and
      we will strive to meet your expectations.Advance Auto Parts will
      be happy to look into this for Mr. *****. We will need Mr. ***** to
      provide the store address or store number the purchase was made at. We
      will partner with the store leadership team once we have this
      information.Our promise is to provide superior customer service
      and offer high quality products when you need them. Thank you for
      allowing us to respond.

      Customer Answer

      Date: 08/09/2023

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Store location **** ******* ***   *********** **


      Regards,

      ****** *****
       

      Business Response

      Date: 08/09/2023

      Mr. ***** provided the address of **** ******* ******* *********** **, however we do not have a store at that address. We have a store located at **** ******* ******* *********** **, and a store located at **** ******* ******* *********** **. If Mr. ***** could also provide the receipt for the battery purchase, this will help us escalate this to the correct location for resolution.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Business Response

      Date: 08/11/2023

      We have escalated Mr. ******* complaint to Store #**** located at **** ******* ******* *********** *** Once we have a resolution, we will update the case. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Business Response

      Date: 08/15/2023

      We have escalated Mr. ******* complaint to Store #**** located at **** ******* ******* *********** **. Once we have a resolution, we will update the case.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Business Response

      Date: 08/18/2023

      The field team has attempted to contact Mr. ***** on numerous occasions and have not been able to reach him. Have him reach out to District Manager Mr. **** at *************** Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:07/17/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello There, Hoping you are able to assist. I purchased a vehicle radio antenna and it didn't fit. I tried to return it and the employee *** stated he would not accept it because it was opened already. I said yes but it did not fit, every other one I've bought there fits. He said okay he will refund this one but I can't buy anything else and open it, expecting a refund. I picked out three potential new antenna choices although none appeared to have the adapter big enough for my vehicle. They all state "Universal Adapters" yet the first one did not work. The employee *** repeated about five times that they are all universal and state "Universal Adapters" on the packaging. He said what would I like him to so. I said A) Please look in your computer and match my vehicle with the correct antenna. B) Allow me to purchase one I'm fairly sure should work, but if it does not, allow me to return it. He said "What don't you understand, these all state "Universal Adapters?". At that point my intelligence was insulted because I could clearly see through the packaging that they each had different adapters and in fact were not all the same and "Universal". I quietly but strongly said if they are all universal then why did the first one not fit. At that point *** lost his temper. He said that's it, I've had enough of this. I'm going to refund your money for the first one and I'm not selling you any more antennas or anything else in this store. I said kindly please may I speak to the manager. He said that he actually already is the manager. I was not able to purchase anything else in the store.

      Business Response

      Date: 07/18/2023

      Thank you for providing us with the opportunity to address the complaint that **** ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Advance Auto Parts will be happy to looking into this for Mr. ******. We will need Mr. ****** to provide the store address or store number and the vehicle information. We will partner with the store leadership team once we have this information. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/18/2023

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      Hello and thank you for responding.  To reply to your question, the store in question was Advance Auto Parts; ** *********** ***** ****** ***** ** *****.  The actual vehicle make and model information never came into question in the transaction.

      Regards,

      **** ******

      Business Response

      Date: 08/04/2023

      We have partnered with Mr. ******'s local store leadership team. They have spoken with the customer and apologized for his experience as well as sending Mr. ****** a 50-dollar gift card for the inconveniences. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 08/07/2023

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      Regards,

      **** ******

    • Initial Complaint

      Date:07/16/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last month I purchased a alternator and a battery from Advanced auto in ******** *** ***** ****** **** ** ******** I never put the alternator on my car and did not use the battery when I went back to location to get my money back I was told when I went out the store I can't receive my 400 dollars back.
      The workers at the store was very rude and disrespectful about it.
      I don't understand why this company is taking customers money and not giving it back.
      Now I'm stuck with 2 brand-new items I do not need.
      I was told the Alternator wasn't new it was refurnish and the worker tired to say it looked used I wasn't gone from the store for 30 mins.
      And still couldn't get my money back!

      Business Response

      Date: 07/18/2023

      Thank you for providing us with the opportunity to address the complaint that ******* ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We apologize for any inconvenience that has been caused. Due to the nature of this incident, we have reached out to our store team to gain further information and resolution for the customer. Our team has advised they have attempted to contact the customer at the number provided and have been unable to reach them.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:07/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I came into the ********* advanced Auto parts store to purchase brake pads. I purchased the brake pads and returned home. As I inspected the pads I purchased I realized that the brake pads did not come with the hardware that I needed. I called the advanced Auto parts back to ask if the other brake pads had the proper hardware I needed. The woman that took my order did not pick up the phone but the other woman did. The other woman did not understand automotive and I think she barely understood English. I was calmly and peacefully explaining the year make model part that I needed and she had a difficult time understanding I was not being rude or disrespectful to this woman in any way. She only would repeat the brake pads price and warranty. She could not answer anything else. The woman who took my order picks up the phone and she immediately becomes rude and disrespectful to me. I said I do not believe this woman understands English quite well and she definitely does not understand automotive I said all I'm trying to figure out is what comes in the brake pads and she was the rudest nastiest woman. I've dealt with her before and she is a terrible employee and she is terrible for that business and I need to file a complaint. I've had bad experiences with her before and she was rude and disrespectful to people that I was with and we let it slide but today I am not. I Request corporate contact me to resolve this issue. I will be returning my purchase.

      Business Response

      Date: 07/11/2023

      Thank you for providing us with the opportunity to address the complaint that ******* ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We apologize for the experience the customer had in one of our store locations. We have reached out to field leadership to address the issue at the store level. Our district manager has advised us that he has spoken to the customer and has made arrangements for him to come in for a refund. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/21/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* *****

    • Initial Complaint

      Date:07/07/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Tire Pressure Monitor Sensor from advance auto parts at *** ***** ***** ***** ** ****** ****** **. On 6/30/23. I went back to advance the next day to return it because it was no longer needed and the associate at the store state it was non returnable because it was an “ electrical” item, no where on the receipt, nor did the associate say the item is non returnable, I'd also like to add the item was never even taken out the box.

      Business Response

      Date: 07/07/2023

      Thank you for providing us with the opportunity to address the complaint that Mr. ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.  Advance Auto Parts warranty policy is posted in all stores as well as available on the website ******************************************** Electrical parts are none returnable items. Advance Auto Parts apologies for the inconveniences this has caused Mr. ***** and as one time courtesy will be mailing him an Advance Auto Parts gift card for the $44.93 he paid to the address provided. Please allow 7-14 business days for this to arrive.  Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/10/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** *****

    • Initial Complaint

      Date:07/06/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the morning of July 6th, 2023. I made an online perchase for an alternator for my vehicle priced at $96.60 with a total of $112.46 for it to be shipped to my home. A minute later, I received an email from Advanced auto parts saying my purchase was cancelled. Upon going back the website to check what happened, they relisted the same product with the same stock number and inventory number. At more double the price than it was originally listed for when I made the purchase. I immediately called the support number. An employee then told me to buy the product at full price and they would offer a $20 dollar discount. Which makes no difference. Then the employee told me to call back in a couple of days to see if they fix it. I then asked to speak to a manager who identifies as ********* who didn’t want to give a last name because she said it’s company policy not to do so. Gave me the run around placing me on hold for more than 30 minutes. To only come back to tell me that I should call in a couple days and see if the problem is resolved, but that I could purchase online for the current price if I needed the part. After insisting that I needed the part and would like to have the part for the price I originally paid. I asked for an estimated amount of days that I’d have to wait for a response from them. ********* then answered that if she had to guess it would be about a week. This is unacceptable and a problem That should resolved on the same day and fixed internally, as it was their error. They kept insisting for me to purchase the part at the new price. After admitting it was their error.

      Business Response

      Date: 07/06/2023

      Thank you for providing us with the opportunity to address the complaint that ****** ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Advance Auto Parts apologizes for the issue Mr. ****** has faced while attempting to do an online order. Prices do change throughout day and Advance Auto Parts is willing to honor the price he had before the order cancelled. Due to system errors Advance Auto Parts is not able to place the order and adjust the price before payment is placed on the order. This issue has been escalated to be fixed. A time frame is not given for how long this will take. If Mr. ****** would like to place his order now without waiting he can provide Advance Auto parts with the order number and the adjustment to the payment can be made at that time. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:07/06/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It will say 30 bucks then you click on it and it costs 100 bucks and their 1JULY promo code doesn't work for 15 percent off of a 127 dollar order.

      Business Response

      Date: 07/06/2023

      Thank you for providing us with the opportunity to address the complaint that ******* ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. When searching parts through google it does not give the price for a specific vehicle. Mr. ****** would have to go to shop.advanceauptoparts.com to confirm the correct price for his specific vehicle. The Advance Auto Parts discount code 1JULY only applies to items that are not part of a bundle deal or currently on sale. Mr. ****** placed order ********** for brakes and rotors which are currently under a bundle promotion and would not qualify for the 15% discount. The order was price matched for Mr. ****** to get the best discount possible. Mr. ****** was also issued a 20 dollar off Speed Perk coupon to his account. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/19/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* ******

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